Service Chain Management

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Service chain management enables service organisations to improve customer satisfaction and reduce operational costs. In this book, Christos Voudouris and his BT colleagues together with experts from industry and academia present the latest innovations and technologies used to manage the operations of a service company. The viewpoints presented are based on the BT experience and on associated research and development. Service chain management is looked at both from the enterprise perspective and from the standpoints of the service professional and customer. The focus is on real-world challenges.We examine how they often arrive at a Service Chain Management blueprint and
what elements such blueprint is likely to ... Service companies employ field and
office-based engineers, call centre agents and other personnel to install, deliveranbsp;...

Title

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Service Chain Management

Author

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Christos Voudouris, Gilbert Owusu, Raphael Dorne, David Lesaint

Publisher

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Springer Science & Business Media - 2007-12-18

ISBN-13

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